Sicap updates its Device Entitlement Server to include support for Apple Watch pairing, enhance provisioning capabilities for Android smartphones, and introduce emergency address submission for VoWiFi. Now network and virtual operators can seamlessly activate the services on any Android smartphone connected to their network and increase profits in the smartwatch market.
Georgia’s telecom leader, MagtiCom selects Sicap’s next-generation Device Management Centre to replace its existing platform. The Sicap-hosted Cloud solution automates mobile device configuration, provides online self-care and improves customer care services for the operator’s more than three million subscribers.
Here is how Sicap’s MENA-based operator customer built a Smarter mobile device management solution and Tripled their 4G Subscriptions in just 8 months!
What is Mobile Device Management?
Originally Mobile Device Management was solely used for setting up mobile handsets with correct network parameters, such as WAP, SMSC and MMSC address, APN Settings and more.
When the Mobile Device Management Systems evolved technically and accumulated massive device databases including detection identifier data and device characteristics data, the role of Mobile Device Management expanded and partly diverted from its origin. Today, Mobile Device Management solutions are used for a much wider range of use cases. Here are a few of them…
MVNO APN setup
While APN setup remains a problem for less MNOs, for MVNOs it is still one of the major tech problems. In order to “override” MNO APN settings on devices and to handle roaming cases correctly, MVNOs need accurate device detection capability and automated device configuration in order to secure revenue intake and great customer welcome experience.
VoLTE Mobile Device Management
VoLTE and VoWiFi services require an extensive set of settings on each mobile handset. Mass-market VoLTE and VoWiFi take-off will require a centrally managed, over-the-air Mobile Device Entitlement functionalities in place.
Mobile Device Analytics
When a Mobile Device Management solution tracks triplets (unique MSISDN, IMSI, IMEI code combinations) on a network for device configuration purposes it at the same time collects valuable device characteristics data, which operators and MVNOs can now use to support business decision making, customer-care service optimization, and marketing and promotion of services such as 4G.
This blog describes how one of Sicap’s MENA-based operator customer built a Mobile Device Management System and tripled its 4G subscriptions!
Smarter Mobile Device Management Solution – How to Deploy?
Smarter use of Mobile Device Management enabled Sicap’s MENA-based operator customer to boost its 4G subscription adoption from 20% to 60% in just 8 Months. Here is how they built the solution!
The solution for Smarter Mobile Device Management is very simple. It combines two systems – Sicap’s Device Management Centre (DMC) and TargetMe, which is a context-aware customer engagement automation solution.
This is How the Solution Works
The Smarter Mobile Device Management Solution takes advantage of the real-time device detection data provided by Sicap’s DMC. The Automatic Device Detection (ADD) function performs device detection based on triplet (MSISDN, IMSI, IMEI) information.
DMC detects all 4G-enabled mobile devices on the network and provides this information to TargetMe on a real-time basis.
With TargetMe, you can create personalized marketing campaigns for any target customer segment. You can automate the promotion campaigns, and the messages are sent only when a subscriber belonging to any of your target segments is detected in the network. In this case, TargetMe was also integrated with the CRM system for acquiring the list of subscribers which do not yet have a 4G subscription plan. This allowed TargetMe to cross-check two data-sets and identify subscribers, which are using a 4G-enabled handset but do not have a 4G subscription purchased yet.
After the detection and segmentation phase, those subscribers which fell into the target segment were engaged through promotion message and their 4G subscriptions were automatically activated.
A personalized promotion campaign was targeted to those subscribers who were using a 4G handset but did not have 4G subscription yet. This enabled the operator to reach the most prominent customer segment, and turn them into 4G users!
Each time a subscriber using a 4G handset is detected, Sicap’s TargetMe solution automatically instructs the Mediation system to activate 4G service for that subscriber – friction in the user activation process is reduced!
Switch on Smarter Mobile Device Management in Your Network!
The solution for faster 4G growth is Easy to deploy when you have a Mobile Device Management System in place – and most operators and MVNOs do. Just add Sicap’s TargetMe! Start Your 4G growth journey Today – Book a Quick Assessment with Sicap!
Learn more about the TargetMe solution by downloading a solution overview ebook!
The persistent problem of stolen and counterfeit mobile devices and smartphones is affecting the telecommunications authorities, operators and end-users globally.
Smartphones are one of the most trafficked goods in the electronics counterfeit market. According to a study by OECD in 2017, approximately 19% of mobile handsets sold in the world are counterfeits – and the number has been growing in recent years.
Smartphone theft statistics vary country by country. In the United States, 2.1 million people have had phones stolen in 2014, according to a nationally representative survey conducted by the Consumer Reports National Research Center.
Counterfeit handsets cause money losses for IPR owners and the distributors of legitimate devices, and are a loss of tax income for governments. Counterfeit phones can cause high radiation and contain harmful levels of dangerous elements such as lead. As they are made of low-quality elements and not subject to safety standards, these fake phones can easily explode; have inoperable speakers, low-resolution cameras and slow or old processors that result in a poor network connection.
Equipment Identity Register (EIR) Prevents Mobile Device Fraud
Equipment Identity Register (EIR) is a globally standardized, hierarchical system for identifying these stolen and counterfeit devices on a mobile network – for automatically blacklisting them; and for prohibiting them to connect to the network. The operators and national telecommunications authorities who belong to the global EIR system, and the GSMA as the host of the Central-EIR, can share information about stolen devices worldwide.
The system consists of three components: EIR, Shared-EIR and Central-EIR, which are explained as the following.
What is the Equipment Identity Register (EIR)?
The EIR system is at the lowest level on the global EIR hierarchy, and is a standard telecom network element that allows or forbids a device to attach to the network. It prevents stolen, cloned and illegitimate mobile devices from being used on a mobile network.
EIR checks the legitimacy of mobile devices based the International Mobile Equipment Identity code (IMEI). Each EIR system that is located on a mobile network, reports blacklisted IMEI codes to a Shared-EIR (SEIR). EIR systems can also download a list of stolen mobile devices from the Shared-EIR to share information across networks.
When a mobile device tries to attach to the network, a request is sent to the EIR with the device’s unique IMEI code. Depending on the IMEI status stored in the EIR (blacklisted, whitelisted or grey-listed), the network will accept or reject the device. The behaviour of the network on grey-list status is either to be added on the blacklist or the whitelist, depending on the configuration.
What is the EIR Blacklist?
Blackllisted equipment is a equipment that has been reported stolen and has no permission to access a network (barred). The black and grey lists are stored on a database for persistency.
What is the EIR Whitelist?
The whitelist contains all the equipment identities that are permitted access to a network and services.
What is the EIR Grey-list?
The operator can use the grey-list to block access for certain models or versions of software – for example, for situations when a certain equipment model has proven to act erroneously.
What are Central-EIR and Shared-EIR?
Shared-EIR is a shared repository of IMEI statuses that operators can use to get blacklisted IMEI lists from other operators in the same country. The Shared-EIR system is usually maintained by the national telecommunications authority, or by a similar organization in each country.
All Shared-EIR systems should be connected to the global Central-EIR (CEIR) system that is maintained by the GSMA for downloading lists of blacklisted devices, and for uploading new blacklisted devices on to the Central-EIR.
The SEIR is connected to the EIR of all mobile operators of the country – provided that these operators are registered to the GSMA.
The Shared-EIR system should be registered on the GSMA CEIR as a national database, and have the functionality of automatically connecting to the IMEI Database system, to share up-to-date lists of blacklisted devices and to receive lists of blacklisted devices from the GSMA’s CEIR.
The SEIR enables national communications authorities to minimize problems that are caused by stolen, cloned, fraudulent and smuggled mobile handsets and mobile devices with illegitimate identification codes (IMEI). With SEIR, the national communications regulators can minimize economic losses, damages to health and the environment and reduce crime, which are the main problems that these stolen and illegitimate handsets cause.
What are the Problems in the Standard EIR Device Blocking?
Based on the standard device blocking use case, the EIR system prohibits blacklisted devices, i.e. devices reported stolen or devices with an illegitimate IMEI code from connecting to a network (blocking), without a notice or warning.
Shutting off counterfeit handsets without warning has turned out to be problematic in many cases. It has made many people angry as the sudden loss of connectivity makes life difficult, stops business and even puts people in danger. Many people bought their devices in good faith and had paid a small fortune for them, and the impromptu cut-off doesn’t feel fair to them.
Sometimes it is almost impossible for the average consumer to identify a counterfeit mobile phone, especially if the design is convincing. Spotting a fake mobile phone often requires a level of technical knowledge that most people do not have. It can also be equally difficult to know if a handset that is bought at the second-hand market is stolen or not.
Three-step Process for a Smarter Way to Manage Stolen and Counterfeit Devices with EIR
Device management technology can provide operators with several ways to enhance the standard EIR device blocking use cases, and to handle device shutdowns. This in turn respects the customer relationship, and has the potential to turn the situation into a fruitful customer engagement, but still enables the efficient handling of a stolen and counterfeit mobile device.
Inform the Owners of Illegitimate Devices Proactively
As a mobile user might not know if his or her device is stolen or a counterfeit, the Automatic Device Detection technology, as an inherent part of the EIR system, can automatically provide that information to operators in real-time, based on the IMEI code. So, why not to use this information smartly?
Instead of an impromptu device shut-off, the blacklisted IMEI information can be used to inform the subscribers that they are using an illegitimate device; update them about the potential risks of carrying it; advise them about the device shutdown process; and provide instructions for handling the situation.
For this, customer engagement solutions can be harnessed alongside the EIR system to trigger automated information campaigns upon the detection of a blacklisted device.
Upsell a Legitimate Replacement Device
Operators can turn each detected stolen and counterfeit mobile device into an upsell opportunity and automatically send the affected subscribers a voucher for a discounted handset. These messages can be automated, and sent in advance of the shutdown to give customers enough time to visit the operator’s store or web shop to buy a legitimate handset.
Graceful Device Shutdown
Device management technology allows for a graceful device shutdown, so as not to put customers in a dangerous position. All stolen and counterfeit handsets would first lose mobile data connectivity, and after a certain time period, then the voice and SMS services would be switched off, leaving only the emergency number in use.
The three-step process for managing stolen and counterfeit devices will deliver a better service experience for the affected customers when such an unpleasant situation is handled, and lays the foundation for a more fruitful customer relationship in the future.
By enhancing the standard EIR system with real-time device detection and automated and personalized customer engagement capabilities, then each owner of a stolen or counterfeit device can be handled differently as they appear on a network, and this can avoid mass-shutdowns, which can ruin customer satisfaction and damage the operator’s brand!
How can Operators and Regulators Deploy Smarter EIR Solutions?
Learn more about the network components required for the smarter handling of stolen and counterfeit devices:
- Equipment Identity Register – EIR
- Context Aware Customer Engagement Automation – TargetMe
- Device Management Centre – DMC
Learn about Smarter Equipment Identity Register (EIR) Solutions at MWC19!Book a meeting with Sicap at MWC in advance and let’s discuss about smarter mobile device fraud management! Our booth is located at 7K61 in Hall 7.
Chatbots are becoming the preferred platform to deal with customer care interaction in many industries. It’s no surprise why – via a simple user interface, they can easily deliver answers and solutions to many customer enquiries in a natural, conversational fashion any time of the day.
According to the analyst firm Gartner, chatbots will be integrated across 25 per cent of all customer service and support operations by 2020. Several companies have reported significant benefits after deploying automated customer care: 70% reduction in call, chat and email enquiries, increased customer satisfaction, 33% saving compared to voice engagement, among many others.
Sicap Demonstrates Customer Care Chatbot at MWC 2019!
Sicap will demonstrate the Smartphone Self-care Chatbot solution at the 2019 Mobile World Congress 2019 in Barcelona. The Demo shows how you can help your customers to solve smartphone configuration problems efficiently and automatically, without needing the assistance of a call center agent.
The Chatbot solution is easy to customize to match the call driver profile at your customer service centers. It is built using a robust, commercially available chatbot engine and Sicap’s Online Smartphone Support solution, which provides high-quality help content for hundreds of problems tailored for thousands of mobile device models.
So, the ready-made solution components speed up the chatbot deployment. The high-quality help content increases the self-care service quality, and eventually reduces the need for live-agent handovers!
Visit Sicap Booth 7K61at MWC 2019 and learn about our solution for customer care automation!
Learn more about Smartphone Self-care Chatbot on Sicap’s website:
- How can you Build a Customer Care Chatbot Guide
- Forget about Telecom Call Centers – Build your own Chatbot to Transform!
- Sicap Online Smartphone Support Solution
Smartphones are so last season – the way forward is smartwatches and other wearables. These are touted to be the next consumer obsession and are estimated to create a global $40-billion business by 2020. Mobile service providers will get a 25% slice of these revenues, but need the right business model, value chain positioning and technology enablers to do this. Olivier Engel, EVP Research and Development at Sicap, explains what you need for this winning strategy.